Agent Chat - Send new Chat request to all available agents

louissicko
Tera Contributor

Hello,

 

im currently configuring the Agent Chat functionality.

After some testing I noticed, that a new chat request from a user gets displayed at only one agent and then cycles around one by one. Is there a way to change this? I want that a new chat request gets displayed at all available agents and when someone accepts the chat it gets hidden at the other ones. Is this possible?

 

Thank you and have a nice day.

1 ACCEPTED SOLUTION

Abhishek14
Tera Expert

That's not how it works in Agent chat. 'Accept Chat' can not be broadcasted to all 'available' agents . It will honor your selected "Chat Assignment Rule" and relay request one at a time to all available agents.

You may try creating a notification which triggers to all available agents on workspace at the same time on a new chat arrival. ( as a workaround )
https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0993567

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4 REPLIES 4

Abhishek14
Tera Expert

That's not how it works in Agent chat. 'Accept Chat' can not be broadcasted to all 'available' agents . It will honor your selected "Chat Assignment Rule" and relay request one at a time to all available agents.

You may try creating a notification which triggers to all available agents on workspace at the same time on a new chat arrival. ( as a workaround )
https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0993567

Hi, i have a Queue for the LiveChat with a dedicated group and so on. So its not possible to show the new chat for all agents available in that group in the Service Operations workspace? Only one by one?

That's Correct, even if you configure a Queue(awa_queue.list) along with its Assignment Eligibility , it will still route chat one at a time to all available agents . It will not broadcast the "accept" chat option to all.

Thank you for your time! I understand it now! Have a beautiful day.